Two-way intercept using coordinate tracking and video classification

ABSTRACT

A system comprising a coordinate tracking engine and a video classification engine communicably coupled to a notification engine. The coordinate tracking engine detects that geographical coordinates of a mobile device indicate that an account holder is within a threshold distance of a physical branch of an institution. The notification engine retrieves account information for the account holder. The coordinate tracking engine further detects that the account holder has arrived at the physical branch. The video classification engine captures video frames of an entrance to the physical branch and identifies the account holder. The notification engine further presents account information for the account holder on a display.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.16/940,606 filed Jul. 28, 2020, by Kalyan Chakravarthy Pallapolu et al.,and entitled “TWO-WAY INTERCEPT USING COORDINATE TRACKING AND VIDEOCLASSIFICATION,” which is incorporated herein by reference.

TECHNICAL FIELD

The present disclosure relates generally to tracking and identification,and specifically to two-way intercept using coordinate tracking andvideo classification.

BACKGROUND

Tracking and identifying individuals is possible based on the popularityof wireless devices. For example, wireless devices may be used fortracking and providing information to individuals as they movethroughout a geographic area.

SUMMARY

According to some embodiments, a system comprises a coordinate trackingengine and a video classification engine communicably coupled to anotification engine. The coordinate tracking engine detects thatgeographical coordinates of a mobile device of an institutional accountholder indicate that the account holder is within a threshold distanceof a physical branch of the institution. As an example, the coordinatetracking engine may receive a notification from a location based serviceon the account holder's mobile device when the account holder enters atwo-block area near the building housing the institution.

The notification engine, in response to the coordinate tracking enginedetecting that the geographical coordinates of the mobile device iswithin the threshold distance, retrieves account information for theaccount holder. For example, in anticipation of the account holderarriving at the institution, the notification engine may retrieveaccount information, such as recent transactions, associated with theaccount holder.

The coordinate tracking engine further detects that geographicalcoordinates of the mobile device of the account holder indicate that theaccount holder has arrived at the physical branch of the institution.For example, the coordinate tracking engine may receive a notificationfrom the location based service on the account holder's mobile devicethat the account holder has traveled the two blocks and arrived at anentry or lobby area of the building.

The video classification engine captures video frames of an entrance tothe physical branch of the institution where the account holder hasarrived and identify the account holder in the captured video frames.For example, the video classification engine may use video cameras in ornear the entry or lobby area to capture live video of account holdersentering the building. The video classification engine may use facialrecognition to detect that the account holder identified by thecoordinate tracking engine has entered the building.

The notification engine further determines whether an institutionalrepresentative associated with the account holder is available at thephysical branch. For example, the institution may have previouslyassigned a particular manager, customer service representative, orrelationship manager to the account holder. Upon determining theinstitutional representative associated with the account holder isavailable, the notification engine notifies the institutionalrepresentative of the arrival of the account holder and present accountinformation for the account holder to the institutional representative.For example, the relationship manager may receive an email or text thatthe account holder has arrived.

The embodiments described herein present several technical advantages.For example, some embodiments combine real time data, such as coordinatetracking and video classification, to predict a person's arrival at aparticular location, such as an account holder or customer arriving at abranch office. Based on the predicted arrival, a notification system mayefficiently assign branch office resources associated with the accountholder or customer. For example, the account holder or customer may beentitled to certain perks. Efficiently assigning the branch officeresources and perks may improve the customer service experience. Theoperation of the coordinate tracking information in conjunction withvideo classification information may reduce waiting times and reduceerrors associated with data entry.

In particular embodiments, the operation of the coordinate trackinginformation in conjunction with the video classification informationimproves security. For example, facial recognition used with the videoclassification information may determine that the person entering withthe mobile device is the account holder or customer associated with themobile device.

In addition, the video classification information may improve thecustomer service experience because the manager, customer servicerepresentative, or relationship manager may be provided with a real-timeimage of the account holder or customer as they enter the building,which may be used to locate and/or identify the account holder orcustomer when greeting the account holder or customer.

Certain embodiments of the present disclosure may include some, all, ornone of these advantages. These advantages and other features will bemore clearly understood from the following detailed description taken inconjunction with the accompanying drawings and claims.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of this disclosure, reference is nowmade to the following brief description, taken in connection with theaccompanying drawings and detailed description, wherein like referencenumerals represent like parts.

FIG. 1 is a block diagram of an example two-way intercept system;

FIG. 2 is a flow diagram of a two-way intercept system, according toparticular embodiments;

FIG. 3 is a block diagram of a two-way intercept system, according toparticular embodiments;

FIG. 4 is a block diagram illustrating an example notification system,according to some embodiments; and

FIG. 5 is a flowchart illustrating a method in a notification system,according to particular embodiments.

DETAILED DESCRIPTION

Certain problems currently exist when providing personalized customerservice upon customer arrival at an institution when a customer is to beconnected with a particular customer representative. For example, a lagtime exists between a customer's arrival at a facility and the customerreceiving the services to be provided by the associates and/or employeesof the facility. The lag time may be based on the limitations of currenttechnology.

For example, the customer may arrive at the lobby of a facility wherethe customer waits in line for the next available servicerepresentative. In some embodiments, the customer may first be asked foridentifying information, such as a social security number, an accountnumber, and/or a driver's license. This process is time consuming andprone to user error (e.g., misheard or incorrectly entered accountnumbers, etc.).

Particular embodiments obviate the problems described above. Forexample, particular embodiments facilitate a real time two-way customerintercept using coordinate tracking and/or video classification. Anexample is illustrated in FIG. 1.

FIG. 1 is a block diagram illustrating an example two-way interceptsystem 5. The example illustrates facility 10 and its surroundingbuildings, streets, and parking lots. The two-way intercept systemintercepts customer 12 upon arrival at facility 10. A customer interceptrefers to an associate or employee of facility 10 interfacing withcustomer 12 to provide a service to customer 12.

In a particular non-limiting example, facility 10 may comprise a branchlocation of a financial institution and customer 12 may comprise anaccount holder of the financial institution. The financial institutionmay assign a relationship manager for each of its account holders. Therelationship manager provides personal service to the account holderwhen the account holder visits the branch location. Upon arrival at thebranch location, the relationship manager greets or intercepts theaccount holder to provide the desired services.

In particular embodiments, the customer intercept procedure is enhancedusing synchronized coordinate tracking and/or video classificationsystems. In some embodiments, coordinate tracking is used to alert arelationship manager at facility 10 that customer 12 is near or atfacility 10. Some embodiments may use location based services on amobile device for coordinate tracking.

For example, customer 12 may carry mobile device 13. Mobile device 13may comprise a smart phone, tablet, laptop computer, etc. In someembodiments, mobile device 13 may comprise a vehicle-based globalpositioning system (GPS) application or module.

As an example, an account holder of a financial institution may carry asmart phone with a mobile banking application installed. The mobilebanking application may use location based services to determine thatthe account holder is near a branch location of the financialinstitution. Examples of location based services include services thatuse GPS, cell tower triangulation, WiFi, Bluetooth, etc. to determinegeographic coordinates of the mobile device.

Particular embodiments may use one or more geofences to determinewhether the account holder is near a branch location of the financialinstitution. For example, the mobile banking application may store thecoordinates of one or more branch locations and a particular radius,zone, or area surrounding the branch locations. The particular radius,zone, or area comprises a virtual fence, or geofence, around the branchlocation.

The example illustrated in FIG. 1 comprises a first geofence 14surrounding facility 10 and a second geofence 16 surrounding an entranceto facility 10 (e.g., lobby of facility 10). As customer 12 approachesfacility 10, customer 12 may enter first geofence 14 which triggers anotification to notification system 20 (described in more detail withrespect to FIG. 2), for example, at facility 10.

For example, upon entering first geofence 14, a mobile bankingapplication on mobile device 13 may detect entrance to first geofence 14and send a notification to notification system 20 at the branch locationindicating that the account holder is near the branch location.Notification system 20 at the branch location may begin collectingrecords for the account holder in anticipation of the account holder'sarrival at the branch location. In a particular embodiment, firstgeofence 14 may be set to a one mile radius (or other suitable radiusthat provides notification system 20 with advance notification).

After entering first geofence 14, customer 12 may pass by facility 10without entering facility 10. Customer 12 may exit geofence 14, whichtriggers a notification to facility 10.

For example, the mobile banking application on mobile device 13 maydetect exit of first geofence 14 and send a notification to notificationsystem 20 at the branch location indicating that the account holder isno longer near the branch location. Notification system 20 may discardthe previously collected records associated with the account holder.

Alternatively, customer 12 may proceed to enter facility 10. In doingso, customer 12 enters second geofence 16 surrounding an entrance tofacility 10 which triggers a notification to facility 10. For example,the mobile banking application on mobile device 13 may detect entranceto second geofence 16 and send a notification to notification system 20at the branch location indicating that the account holder has arrived atthe branch location. Notification system 20 may alert a relationshipmanager that the account holder has arrived and may present therelationship manager with the previously collected records associatedwith the account holder.

In combination with the coordinate tracking, some embodiments includevideo classification. For example, facility 10 may include one or morecameras 18. Although camera 18 is illustrated within facility 10, inparticular embodiments camera 18 may be positioned at any suitablelocation inside or outside facility 10 to capture images of customer 12entering and at various locations within facility 10.

Camera 18 may be communicably coupled to notification system 20 atfacility 10. Notification system 20 may perform facial recognition onthe captured video to identify customer 12 entering facility 10. Thefacial recognition may be used for improved security (e.g., verifyingthat the person arriving with mobile device 13 is the account holder)and may be used for improved customer service (e.g., presenting acurrent image to the relationship manager to assist the relationshipmanager with locating the account holder in the lobby of the branchlocation).

Although in particular examples described herein, facility 10 comprisesa branch location of a financial institution and customer 12 comprisesan account holder of the financial institution, particular embodimentsare similarly applicable to any facility 10 where an associate oremployee provides personalized services for customer 12. Examples offacilities include, but are not limited to, organizations, businesses,government agencies, financial institutions, universities, etc.

Although geofences 14 and 16 are illustrated as a circle and oval,respectively, particular embodiments may include any suitable polygon orother shape to define a virtual area around facility 10 or an entranceto facility 10.

FIG. 2 is a flow diagram illustrating the operation of the two-wayintercept system 5, according to particular embodiments. Two-wayintercept system 5 includes notification system 20 communicably coupledto mobile application 22 (which may run on mobile device 13) and videoimage source 26. Notification system 20 comprises coordinate trackingengine 24, video classification engine 28, notification engine 30, andmemory 32.

Coordinate tracking engine 24 may receive notifications from mobileapplication 22. For example, coordinate tracking engine 24 may receiveindication 35 that customer 12 and mobile device 13, described withrespect to FIG. 1, are within a threshold distance of facility 10 (e.g.,customer 12 and mobile device 13 enter geofence 14). Alternatively, orin addition, coordinate tracking engine 24 may receive indication 35that customer 12 and mobile device 13 have arrived at facility 10 (e.g.,customer 12 and mobile device 13 enter geofence 16). Indication(s) 35may include a location of customer 12 and/or an identifier of customer12. The information in indication(s) 35 may be collectively referred toas coordinate tracking information 37. Coordinate tracking engine 24 mayforward coordinate tracking information 37 to notification engine 30.

Video classification engine 28 receives live video 36 from a particulararea of facility 10, such as an entrance or lobby, and performs one ormore identification techniques, such as facial recognition, to identifycustomers in or entering facility 10. For example, camera 18, describedwith respect to FIG. 1, may transmit live video 36 to videoclassification engine 28. Video classification engine 28 may analyze thevideo to identify customers 12 as they enter facility 10. For example,video classification engine 28 may compare the captured image of acustomer 12 to stored images of customers 12 to identify a particularcustomer 12. Video classification engine 28 may forward videoclassification information 38 about identified customers 12 tonotification engine 30.

Video classification engine 28 may use any suitable image recognitiontechnique. In some embodiments, video classification engine 28 uses adeep convolutional neural network (D-CNN) with Tensor Flow ObjectDetection API using a single shot detection (SSD) model, integrated witha scripting language, such as Python.

Notification engine 30 uses coordinate tracking information 37 sent bycoordinate tracking engine 24 and/or video classification information 38sent by video classification engine 28 to locate customer information 34(e.g., account information) stored in memory 32. For example, coordinatetracking information 37 may include a customer identifier. Notificationengine 30 may use the customer identifier to retrieve customerinformation 34 associated with the customer identifier.

In some embodiments, notification engine 30 may pre-fetch recordsassociated with a customer. For example, notification location engine 30may receive an indication that geographical coordinates of customer 12indicate that customer 12 is within a threshold distance of facility 10(e.g., mobile device 13 enters geofence 14). In response to thisindication, notification engine 30 may collect customer information 34,such as account information, associated with customer 12 in anticipationof the arrival of customer 12.

In some embodiments, notification engine 30 may wait to collect customerinformation 34 associated with customer 12 until customer 12 arrives atfacility 10 (e.g., mobile device 13 enters geofence 16).

Notification engine 30 may receive video classification information 38about identified customers from video classification engine 28. In someembodiments, notification engine 30 matches an identified customer fromvideo classification engine 28 with an identified customer fromcoordinate tracking engine 24.

In some embodiments, notification engine 30 may not receive coordinatetracking information 37 from coordinate tracking engine 24. For example,customer 12 may not be carrying mobile device 13 or the location basedservices on mobile device 13 may not be activated. In this case,notification engine 30 may identify and retrieve customer information 34associated with customer 12 based on facial recognition performed, forexample, when customer 12 arrives in the lobby of facility 10.

If based on one or both of coordinate tracking information 37 and videoclassification information 38, notification engine 30 identifies thecustomer, then notification engine 30 indicates that the customer hasbeen found. In the illustrated example, notification engine 30 may set a“lobby indicator” flag to true.

In some embodiments, notification engine 30 uses collected customerinformation 34 for predictive analysis. For example, based on thecustomer's recent transaction, notification engine 30 may predict areason for the customer's visit to the facility. For example, if thecustomer's recent transactions are related to a loan application,notification engine 30 may predict the purpose of the visit is tofinalize a loan.

Notification engine 30 may store the time and location of each visit tofacility 10. Notification engine 30 may use the stored information toidentify patterns and predict future visits.

After determining customer 12 is present at facility 10, notificationsystem 20 may notify an employee or associate of the arrival of customer12. For example, notification system 20 may notify a relationshipmanager about the arrival of customer 12 via text message and/or email.If a primary relationship manager is not available, notification system20 may notify a secondary relationship manager. If neither the primaryor secondary relationship manger is available, notification system 20may notify a default associate or employee, such as a lobby or frontdesk employee.

The notification may also include customer information 34, such asaccount information, associated with customer 12. Customer information34 may be part of the email or text notification, or customerinformation 34 may be made available to the associate or employee via aterminal device or display coupled to notification system 20.

Customer information 34 may include results of the predictive analysis,such as the customer's predicted reason for visiting the facility.Customer information 34 may include results of the video classification.As one example, customer information 34 may include an image of customer12. As another example, the video classification may not havesuccessfully recognized customer 12 because customer 12 was wearingclothing that prevented recognition (e.g., hat, scarf, sunglasses, etc.)or customer 12 was obscured by other customers in the video. In such ascenario, customer information 34 may include an indication that theassociate or employee should ask for further identification uponintercepting customer 12.

Accordingly, the customer experience is enhanced because waiting timesare reduced. The waiting times are reduced because the two-way interceptautomatically identifies and notifies a relationship manager uponcustomer arrival.

If based on one or both of coordinate tracking information 37 and videoclassification information 38, notification engine 30 is not able toidentify customer 12, then notification engine 30 indicates that thecustomer has not been found. In the illustrated example, notificationengine 30 may set a “lobby indicator” flag to false.

When the lobby indicator flag is set to false, notification system 20may send a notification to a default associate or employee, such as alobby or front desk employee. Notification system 20 may determine thatcustomer 12 is a new customer and pre-populate some customerinformation, such as an image of customer 12 from video classificationengine 28 and/or the time and date the customer arrived at facility 10.

FIG. 3 is a block diagram of a two-way intercept system 5, according toparticular embodiments. The block diagram illustrates that coordinatetracking engine 24 and video classification engine 28 may operateindependently or in conjunction with each other. In a particularembodiment, coordinate tracking engine 24 and video classificationengine 28 not only operate in conjunction with each other, but are alsosynchronized in timing with each other.

For example, notification system 20 may include coordinate trackingengine 24 that is communicably coupled to mobile device 13, as describedabove with respect to FIGS. 1 and 2. Notification system 20 may includevideo classification engine 28 communicably coupled to camera 18, asdescribed above with respect to FIGS. 1 and 2. Coordinate trackingengine 24 and video classification engine 28 may operate independentlyin that either engine alone may be used to detect an arrival of customer12 at facility 10. When coordinate tracking engine 24 and videoclassification engine 28 operate in conjunction with each other (i.e.,two-way intercept), particular advantages are that a false positiveerror rate is reduced and security is increased because the two engines24 and 28 work together (e.g., facial recognition is performed inaddition to coordinate tracking).

FIG. 4 is a block diagram illustrating an example notification system20, according to some embodiments. Notification system 20 iscommunicably coupled to mobile device 13 associated with customer 12 andcommunicably coupled to camera 18 via network 44.

Network 44 comprises a plurality of network nodes configured tocommunicate data between one or more of mobile device 13, camera 18, andnotification system 20. In particular embodiments, not all componentsare configured to communicate with every other component. For example,in some embodiments mobile device 13 may communicate with notificationsystem 20, but not with camera 18.

Examples of network nodes include, but are not limited to, routers,switches, modems, web clients, and web servers. Network 44 comprises anysuitable type of wireless and/or wired network including, but notlimited to, all or a portion of the Internet, the public switchedtelephone network, a cellular network, and/or a satellite network.Network 44 is configured to support any suitable communication protocolsas would be appreciated by one of ordinary skill in the art upon viewingthis disclosure.

Examples of camera 18 include, but are not limited to, analog camerasand digital cameras. Examples of digital cameras include charge-coupleddevice (CCD) cameras and complementary metal-oxide semiconductor (CMOS)cameras. Camera 18 may include a closed circuit television camera(CCTV). Camera 18 may include a box camera, dome camera, pan tilt zoom(PTZ) camera, bullet camera, Internet Protocol (IP) camera, day/nightcamera, thermal camera, wired or wireless camera, etc.

Camera 18 is configured to capture images of people entering facility10. Camera 18 may be configured to capture images continuously, atpredetermined intervals, or on-demand. For example, camera 18 may beconfigured to capture an image or images when coordinate tracking engine24 determines a person arrives at facility 10. In another example,camera 18 is configured to continuously capture images as a videostream. Camera 18 may be communicably coupled to one or more processors40 and provide images to the one or more processors 40 for performing,for example, facial recognition to identify people, such as customer 12arriving at facility 10.

Notification system 20 includes one or more processors 40 communicablycoupled to memory 42. One or more processors 40 may be implemented asone or more central processing unit (CPU) chips, logic units, cores(e.g., a multi-core processor), field-programmable gate array (FPGAs),application specific integrated circuits (ASICs), or digital signalprocessors (DSPs). The one or more processors 40 are configured toexecute one or more sets of instructions 46, 47, 48 to implement one ormore of coordinate tracking engine 24, video classification engine 28,and notification engine 30.

Coordinate tracking engine 24 is configured to receive indicationsregarding geographic coordinates of a mobile device 13 and forwardcoordinate tracking information 37 to notification engine 30 accordingto any of the embodiments and examples described herein.

Video classification engine 28 is configured to capture and analyzevideo and forward video classification information 38 to notificationengine 30 according to any of the embodiments and examples describedherein.

In one embodiment, notification engine 30 is configured to synchronizethe timing of operation of coordinate tracking information 37 and videoclassification information 38 associated with a customer, and based oncustomer information, notify an associate, employee, or representativeto intercept the customer according to any of the embodiments andexamples described herein.

Memory 32 comprises one or more disks, tape drives, or solid-statedrives, and may be used as an over-flow data storage device, to storeprograms when such programs are selected for execution, and to storeinstructions (e.g., instructions 46, 47, and 48) and data that are readduring program execution, such as instructions and logic rules. Memory32 may be volatile or non-volatile and may comprise read only memory(ROM), random access memory (RAM), ternary content-addressable memory(TCAM), dynamic RAM (DRAM), and/or static RAM (SRAM). Memory 32 maycomprise cloud storage.

Memory 32 is operable to store, for example, customer information 34.Customer information 34 may include account information (e.g., useridentifier, alias, account number, account type, routing number, accountbalance, billing address, shipping address, email address, phone number,expiration date, member number, transaction history, etc.), securityinformation (security number, personal identification number, biometricinformation, etc.), or any other information associated with a customer,such as customer 12. In some embodiments, the biometric information mayinclude images and/or voiceprints associated with a customer.

FIG. 5 is a flowchart illustrating a method in a notification system,according to particular embodiments. Method 500 may be performed bynotification system 20 described with respect to FIGS. 2-4.

The method begins at step 512, where notification system 20 detects thatgeographical coordinates of mobile device 13 of an institutional accountholder indicate that the account holder is within a threshold distanceof a physical branch of the institution. For example, with respect toFIG. 1, a notification system 20 associated with a physical branch of aninstitution (e.g., notification system 20 associated with facility 10)may receive an indication from mobile device 13 associated with anaccount holder of the institution (e.g., customer 12) when the accountholder enters geofence 14.

In FIG. 1, the threshold distance is illustrated as geofence 14 of aparticular radius (e.g., a physical distance in yards, meters, cityblocks, etc. around facility 10). In some embodiments, the geofence maytake the form of a polygon or any other suitable shape containing orpartially containing facility 10.

In some embodiments, the threshold distance is based on an amount oftime before the account holder reaches the physical branch of theinstitution (e.g., facility 10) based on the geographical coordinates ofthe mobile device 13 and a rate of travel of mobile device 13. Forexample, a threshold distance for an account holder traveling by car maybe a greater distance than a threshold distance for a pedestrian accountholder. For example, notification system 20 may want to be notified whenan account holder is five minutes away from the physical branch. For anaccount holder travelling by car, the threshold distance may be 1 mile,but for a pedestrian account holder the threshold distance may be 2blocks.

In some embodiments, the indication may include information such as acustomer identifier. In some embodiments, the indication may include atime estimate of when the customer will arrive at the facility. In someembodiments, based on the indication, notification system 20 maycalculate when the customer will arrive at facility 10.

At step 514, notification system 20 retrieves account information (e.g.,customer information 34) for the account holder in response to detectingthat the geographical coordinates of mobile device 13 is within thethreshold distance. For example, when the account holder enters geofence14, notification system 20 may retrieve account information for theaccount holder, such as transaction history information, primary andsecondary relationship manager, etc. Thus, when and if the accountholder arrives at facility 10, the account information is alreadyavailable for the relationship manager, which reduces waiting time forthe account holder.

At step 516, notification system 20 detects that geographicalcoordinates of mobile device 13 associated with the account holderindicate that the account holder has arrived at the physical branch ofthe institution. For example, notification system 20 may receive anotification from mobile device 13 associated with an account holder offacility 10 when the account holder enters geofence 16. Similar togeofence 14, geofence 16 may take the form of a polygon or any othersuitable shape containing or partially containing an entrance tofacility 10.

At step 518, notification system 20 captures video frames of an entranceto the physical branch of the institution where the account holder hasarrived. For example, notification system 20 may receive video framesfrom camera 18.

At step 520, notification system 20 identifies the account holder in thecaptured video frames. For example, notification system 20 may identifyfaces within the captured video frames. Notification system 20 maycompare the identified faces to stored images of account holder faces.Notification system 20 may further coordinate an identified accountholder with an identity of the account holder for which coordinatetracking information was received at steps 512 and 516.

An advantage of combining video classification information 28 withcoordinate tracking information 37 is enhanced security. For example, ifthe facial recognition matches the account holder associated with mobiledevice 13, then the relationship manager can be confident the accountholder is legitimate. If the facial recognition is inconclusive, thenthe relationship manager can ask for further identification.

At step 522, notification system 20 determines whether an institutionalrepresentative associated with the account holder is available at thephysical branch. For example, notification system 20 may query a workschedule database; notification system 20 may query presenceinformation; and/or notification system 20 may message the institutionalrepresentative, etc.

Upon determining the institutional representative associated with theaccount holder is available, the method continues to step 524 wherenotification system 20 notifies the institutional representative of thearrival of the account holder at facility 10. For example, notificationsystem 20 may send a text message and/or electronic email to theinstitutional representative.

At step 526, notification system 20 presents account information (e.g.,customer information 34) for the account holder to the institutionalrepresentative. The account information may be presented as part of thetext or email notification, or the account information may be presentedon a display, such as a terminal device coupled to notification system20.

The account information may include transactional history, a predictedreason for the account holder's visit, and other suitable accountinformation. The account information may include an image of the accountholder. The image may comprise a previously stored image of the accountholder, or a near real time image of the account holder captured fromthe video frames.

If at step 522 notification system 20 determines an institutionalrepresentative associated with the account holder is not available atthe physical branch, the method continues to step 528, wherenotification system 20 notifies a default institutional representative,such as a lobby representative.

Modifications, additions, or omissions may be made to the method of FIG.5. Additionally, one or more steps in method 500 of FIG. 5 may beperformed in parallel or in any suitable order.

While several embodiments have been provided in the present disclosure,it should be understood that the disclosed systems and methods might beembodied in many other specific forms without departing from the spiritor scope of the present disclosure. The present examples are to beconsidered as illustrative and not restrictive, and the intention is notto be limited to the details given herein. For example, the variouselements or components may be combined or integrated in another systemor certain features may be omitted, or not implemented.

In addition, techniques, systems, subsystems, and methods described andillustrated in the various embodiments as discrete or separate may becombined or integrated with other systems, modules, techniques, ormethods without departing from the scope of the present disclosure.Other items shown or discussed as coupled or directly coupled orcommunicating with each other may be indirectly coupled or communicatingthrough some interface, device, or intermediate component whetherelectrically, mechanically, or otherwise. Other examples of changes,substitutions, and alterations are ascertainable by one skilled in theart and could be made without departing from the spirit and scopedisclosed herein.

To aid the Patent Office, and any readers of any patent issued on thisapplication in interpreting the claims appended hereto, applicants notethat they do not intend any of the appended claims to invoke 35 U.S.C. §112(f) as it exists on the date of filing hereof unless the words “meansfor” or “step for” are explicitly used in the particular claim.

1. A two-way intercept system comprising: a coordinate tracking engineand a video classification engine communicably coupled to a notificationengine; the coordinate tracking engine comprising a memory coupled toone or more processors, the memory comprising instructions that, whenexecuted by the one or more processors, are operable to detect thatgeographical coordinates of a mobile device of an institutional accountholder indicate that the account holder is within a threshold distanceof a physical branch of the institution; the notification enginecomprising a display and a memory coupled to one or more processors, thememory comprising instructions that, when executed by the one or moreprocessors, are operable to in response to the coordinate trackingengine detecting that the geographical coordinates of the mobile deviceis within the threshold distance, retrieve account information for theaccount holder; the coordinate tracking engine further operable to:detect that geographical coordinates of the mobile device of the accountholder indicate that the account holder has arrived at the physicalbranch of the institution; the video classification engine comprising acamera and a memory coupled to one or more processors, the memorycomprising instructions that, when executed by the one or moreprocessors, are operable to: capture video frames of an entrance to thephysical branch of the institution where the account holder has arrived;identify the account holder in the captured video frames; thenotification engine further operable to present account information forthe account holder on a display.
 2. The system of claim 1, thenotification engine further operable to present an image of the accountholder on the display.
 3. The system of claim 2, wherein the image ofthe account holder is sourced from the captured video.
 4. The system ofclaim 1, the notification engine further operable to present a locationof the account holder within the physical branch on the display.
 5. Thesystem of claim 1, wherein the notification engine is operable to notifyan institutional representative of the arrival of the account holder bysending one or more of a text message or electronic mail to theinstitutional representative.
 6. The system of claim 1, wherein thevideo classification engine is further operable to identify the accountholder in the captured video frames by converting each video frame to ablob and using deep convolutional neural network with tensor flow objectdetection to perform facial recognition to identify the account holder.7. The system of claim 1, the coordinate tracking engine is furtheroperable to estimate an arrival time of the account holder at thephysical branch based on geographical coordinates of the mobile deviceof the account holder.
 8. The system of claim 1, wherein the coordinatetracking engine is operable to detect that geographical coordinates ofthe mobile device of the institutional account holder indicate that theaccount holder is within the threshold distance of a physical branch ofthe institution by receiving an indication from the mobile device that alocation based service on the mobile device has determined that themobile device has entered a first geofence area that includes thephysical branch of the institution.
 9. The system of claim 8, whereinthe indication from the mobile device further comprises an identifier ofthe account holder.
 10. The system of claim 8, wherein the coordinatetracking engine is operable to detect that geographical coordinates ofthe mobile device of the account holder indicate that the account holderhas arrived at the physical branch of the institution by receiving anindication from the mobile device that a location based service on themobile device has determined that the mobile device has entered a secondgeofence area that includes the physical branch of the institution,wherein the second geofence area is different than the first geofencearea.
 11. The system of claim 1, wherein the threshold distancecomprises a physical distance from the physical branch of theinstitution.
 12. The system of claim 1, wherein the threshold distanceis based on an amount of time before the account holder reaches thephysical branch of the institution based on the geographical coordinatesof the mobile device and a rate of travel of the mobile device.
 13. Amethod comprising: detecting that geographical coordinates of a mobiledevice of an institutional account holder indicate that the accountholder is within a threshold distance of a physical branch of aninstitution; retrieving account information for the account holder inresponse to detecting that the geographical coordinates of the mobiledevice are within the threshold distance; detecting that geographicalcoordinates of the mobile device of the account holder indicate that theaccount holder has arrived at the physical branch of the institution;capturing video frames of an entrance to the physical branch of theinstitution where the account holder has arrived; identifying theaccount holder in the captured video frames; and presenting the accountinformation for the account holder on a display.
 14. The method of claim13, further comprising presenting an image of the account holder on thedisplay, wherein the image of the account holder is sourced from thecaptured video.
 15. The method of claim 13, further comprisingpresenting a location of the account holder within the physical branchon the display.
 16. The method of claim 13, wherein identifying theaccount holder in the captured video frames comprises converting eachvideo frame to a blob and using deep convolutional neural network withtensor flow object detection to perform facial recognition to identifythe account holder.
 17. The method of claim 13, wherein: detecting thatgeographical coordinates of the mobile device of the institutionalaccount holder indicate that the account holder is within the thresholddistance of a physical branch of the institution comprises receiving anindication from the mobile device that a location based service on themobile device has determined that the mobile device has entered a firstgeofence area that includes the physical branch of the institution; anddetecting that geographical coordinates of the mobile device of theaccount holder indicate that the account holder has arrived at thephysical branch of the institution comprises receiving an indicationfrom the mobile device that a location based service on the mobiledevice has determined that the mobile device has entered a secondgeofence area that includes the physical branch of the institution,wherein the second geofence area comprises is different area than thefirst geofence area.
 18. The method of claim 17, wherein the indicationfrom the mobile device further comprises an identifier of the accountholder.
 19. The method of claim 13, wherein the threshold distancecomprises a physical distance from the physical branch of theinstitution.
 20. The method of claim 13, wherein the threshold distanceis based on an amount of time before the account holder reaches thephysical branch of the institution based on the geographical coordinatesof the mobile device and a rate of travel of the mobile device.